Event autoresponder sending multiple times - but not consistently

[Vantage Point]

We are having issues with a few of our events (but not all) sending the autoresponder email we've set up to some recipients (but not all) multiple times. Event participants are receiving the same email up to 8 times. This just started happening yesterday (Jan 24).

Please let me know what might be the issue. Thank you

[CnP.Support.AM]

Good day @Vantage Point

When you said, Event Autoresponder, do you mean Registration Email? If yes, then please share the Event name so that we can review it.

[Vantage Point]

Hi - Yes it is the reminder email. I did a test using myself as the recipient and I received the email once as expected. Then a few hours later I received the same email again. This has happened to many of our participants. When I used myself as the test I got a Salesforce Apex Error message that says:

Apex script unhandled exception by user/organization: 0050W000007K2rz/00Dd0000000gMpe
Failed to process batch for class 'CnP_PaaS_EVT.EventEmailBatchProcess' for job id '707JA00000727xh'caused by: System.NullPointerException: Attempt to de-reference a null object
Class.CnP_PaaS_EVT.Send_eTickets.NormalProcess: line 926, column 1
Class.CnP_PaaS_EVT.EventEmailBatchProcess.execute: line 256, column 1

Can you please let me know what can be done? Thank you

Our Salesforce Organization ID: 00Dd0000000gMpe
Have granted access for 1 week incase helpful

[CnP.Support.AM]

Good day @Vantage Point

We reviewed and noticed that the reason for getting multiple emails and the above error is that the Job is associated with the inactive user i.e "Marife Sonico" hence the job is unable to delete and the loop is continuing for the same event which is why you are receiving the email multiple times.



In order to fix it, you will need to delete that Email Job and Create a New Email Template or edit any of the existing ones.

[Vantage Point]

Thank you. Can you please tell me how I can delete that specific job without deleting our automated process for having registration emails sent for all of our events (we have a lot)? When I go that Apex Class I am unable to alter anything because it says it is part of a managed package.

I am unsure why this has just started happening because that user has been inactive for many years and everything was working fine until this past week. We have not assigned that user to any jobs in that time. It also seems that some of the emails eventually stop looping and are sent successfully and then the loop stops - which is good, but we need the loop to stop before multiple emails are sent.

I have also reactived that user (Marife Sonico) in the meantime and the issue still seems to occur as I got another error notification saying:
Apex script unhandled exception by user/organization: 005d0000002rX72/00Dd0000000gMpe

Failed to process batch for class 'CnP_PaaS_EVT.EventEmailBatchProcess' for job id '707JA0000077ugC'

caused by: System.DmlException: Delete failed. First exception on row 0 with id a0NJA000000DeT32AK; first error: ENTITY_IS_DELETED, entity is deleted: []

Class.CnP_PaaS_EVT.CnP_EventGuestUserRecord.Delete ListRecords: line 14, column 1
Class.CnP_PaaS_EVT.Send_eTickets.NormalProcess: line 806, column 1
Class.CnP_PaaS_EVT.EventEmailBatchProcess.execute: line 140, column 1


Your help with instructions is greatly appreciated!

[CnP.Support.AM]

Good day @Vantage Point

Please delete the Event Registration Emails schedule job and edit or create a new email template, which will create a new Event Registration Emails job with the logged-in user, and it won't affect any future emails. If emails are in a queue it will fire automatically on that day. You will need to delete the scheduled jobs for registration emails under Setup > Schedule Jobs > Event Registration Emails

[Vantage Point]

Hi there,
Can you please confirm for me, before I take the steps above that:
1. If I delete the job "Event Registration Emails" under Setup>Scheduled Jobs, will that affect emails that have already been scheduled or set up?
2. If I create a new template and delete the old one, how does that affect emails that are using that template or events that are already set up?

Thank you!

[CnP.Support.AM]

Good day @Vantage Point

No, it won't affect the emails. All you need to do is to delete the existing Email Job and edit and save the existing template and it gets resolves the issue.